Ticket triage for Jira Service Management with Gemini AI audit and guidance
An extendable triage workflow that classifies severity, sets components, and posts actionable guidance for support engineers using n8n + Gemini + Cache Augmented Generation (CAG). Designed for Jira Service Management,...
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An extendable triage workflow that classifies severity, sets components, and posts actionable guidance for support engineers using n8n + Gemini + Cache Augmented Generation (CAG). Designed for Jira Service Management, but easily adaptable to Zendesk, Freshdesk, or ServiceNow.
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Description Support teams loose valuable time when tickets are misclassified: wrong severity, missing components, unclear scope. Engineers end up re-routing issues and chasing missing info instead of solving real problems.
This workflow automates triage by combining domain rules with AI-driven classification and guidance, so engineers receive better-prepared tickets.
It includes: ✅ Real-time ticket capture via webhook ✅ AI triage for severity and component ✅ CAG-powered guidance: 3 next steps + missing info ✅ Internal audit comment with justifications & confidence ✅ Structured metrics for reporting
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⚙️ How It Works This workflow runs in 4 stages:
📥 Entry & Setup - Webhook triggers on ticket creation - Loads domain rules (priority policy, components, guidance templates) - Sets confidence threshold & triage label